Emergency Services Call-Taker

Receives and answers 911, emergent, and non-emergent telephone and text calls for multiple police, fire, and other agencies in El Paso County. Provides pre-arrival instructions on medical and fire calls. Performs data entry and retrieval within multiple computer systems. Assigned to special projects and working groups as directed. Assists in all areas of the training program, including training personnel within the Communications Center as directed. Performs administrative duties as needed. This position requires excellent decision-making with sound judgment and communication skills as well as the ability to multi-task while maintaining a high degree of emotional self-control in potentially stressful, negative, and sometimes aggressive situations.

• Answers, evaluates, and prioritizes 911, emergent, and non-emergent telephone and text calls.  
• Calms, negotiates, and interviews callers to obtain complete and accurate information to determine urgency and need for emergency services.
• Prioritizes and documents information and ensures timely notification to the appropriate agency. 
• Provides self-help and pre-arrival instructions to callers when appropriate using established protocols.
• Enters and monitors calls for service utilizing Computer Aided Dispatch System (CAD) for numerous law enforcement agencies, fire departments, and several individual County and Municipal departments. Maintains handwritten cards in the event of a CAD failure.
• Operates various paging and notification systems; monitors and updates inter-agency emergency notification systems.
• Provides investigative support through data entry and retrieval in CAD, NCIC/CCIC, records management system, jail management system, and other resources. Conducts searches for warrants, driving status, vehicle registrations, and criminal histories. Relays information to appropriate personnel.
• Enters, confirms, updates, and modifies data in NCIC/CCIC regarding warrants, missing people, stolen vehicles, stolen guns, and other records.
• Operates and performs routine checks for telephone and radio recording systems; coordinates repairs to systems as needed.
• Provides excellent customer service to all citizens, emergency responders, and staff; maintains effective working relationships. 
• Maintains confidentiality for citizens, emergency responders, and other employees. 
• Provides on the job training and mentoring for new hires in the Communications Center as directed.
• Assists the Communications Center training program as needed, including conducting scenarios and tests. May provide training to other sections, departments, or outside agencies as needed.
• Demonstrates knowledge and adherence to established rules, policies, and procedures.  Completes job-related training and continuing education as assigned and required, within allowable time limits. 
• Provides courtroom testimony as required.
• Assigned to special projects and workings groups as directed. May participate in emergency response tabletop and full scales exercises as assigned.
• Performs other duties as required.

• Successful completion of the Communications Center training program.
• Must be honest, truthful, trustworthy, and possess a high degree of personal integrity.
• Knowledge of geographical locations within El Paso County and surrounding agencies.
• Ability to understand and utilize CAD, telephone, and several other computer systems while monitoring multiple computer screens.
• Ability to memorize, retain, and accurately recall information and codes while performing other tasks simultaneously. 
• Ability to communicate with and understand citizens, emergency responders, and other team members effectively and professionally under times of extreme stress. 
• Ability to prioritize, organize, and balance multiple tasks at the same time while maintaining a high degree of accuracy. 
• Ability to adapt to constantly changing situations and effectively take appropriate action; exercise critical thinking, sound judgment, and decision making while obtaining information quickly and accurately.
• Ability to remain calm and efficient during times of heavy workload.  
• Ability to effectively handle varying degrees of stress in a multitude of emergency and non-emergency situations.
• Ability to understand and execute complex verbal and written instructions, policies, and procedures.
• Ability to type a minimum of 40 words per minute accurately while receiving information relayed over the telephone.
• Ability to read, write, speak, and understand the English language at a level adequate to perform the duties of the position.
• Maintain regular and punctual attendance. 

• High school diploma or equivalent education.

• Must possess and maintain a valid driver's license.
• Must obtain and maintain Criminal Justice Information System (CJIS) Compliance within six months of employment. 
• Must possess and maintain a valid CPR Certification within thirty days of starting the Dispatch General Training Academy.
• Must possess and maintain NCIC/CCIC Certification within thirty days of starting the Dispatch General Training Academy.
• Must obtain a National Center for Missing and Exploited Children (NCMEC) Certification within thirty days of starting the Dispatch General Training Academy. Must possess and maintain International Academy of Emergency Medical Dispatch Certification within thirty days of starting the Dispatch General Training Academy.

• Must pass pre-employment testing which includes a typing test for speed and accuracy.
• Must complete four hour Communications Center observation and accompanying questionnaire.
• Must pass conditional post offer background investigation, motor vehicle record check, drug screen, hearing and vision test, and truth verification examination.

Duties are performed onsite, in a potentially high stress emergency dispatch environment. Position requires shift work to ensure coverage for operations 24-hours per day 7-days per week; will be required to work days, evenings, and/or overnights depending on shift assignment. Will be expected to work weekends and holidays. Position is subject to on-call status, emergency call outs, and potential over-time. Prolonged periods of standing or sitting may be required.

Salary : $59,467 - $61,048